[rt-users] Error when receiving emails from external (e.g. gmail) accounts

Kevin Falcone falcone at bestpractical.com
Mon Jul 18 11:05:31 EDT 2011


On Fri, Jul 15, 2011 at 01:12:40PM -0400, Gerrard Leach wrote:
> We are receiving an error when non-corporate user accounts send email to our help desk within our production system.

Do these users have RT User records?  The error implies that they do
not.  Also, without knowing what version of RT-Extension-CommandByMail
that you're running, it isn't possible to look and see what line 484
is doing.

-kevin

> We are using version 3.8.7 and are seeing the following error when these emails are received.
> 
> This sounds permissions related somehow.
> Thanks for any help you can provide.
> Gerrard
> ___________________________________________________
> RT server error.
> 
> The RT server which handled your email did not behave as expected. It
> said:
> 
> Can't call method "HasRight" on an undefined value at /opt/rt3/bin/../lib/RT/User_Overlay.pm line 1277.
> 
> Stack:
> [/opt/rt3/bin/../lib/RT/User_Overlay.pm:1277]
> [/opt/rt3/bin/../lib/RT/Queue_Overlay.pm:1223]
> [/opt/rt3/bin/../lib/RT/Queue_Overlay.pm:1188]
> [/opt/rt3/bin/../lib/RT/Queue_Overlay.pm:635]
> [/opt/rt3/local/plugins/RT-Extension-CommandByMail/lib/RT/Interface/Email/Filter/TakeAction.pm:484]
> [/opt/rt3/bin/../lib/RT/Interface/Email.pm:1560]
> [/opt/rt3/bin/../lib/RT/Interface/Email.pm:1377]
> [/opt/rt3/share/html/REST/1.0/NoAuth/mail-gateway:61]
> 
> "|/etc/smrsh/rt-mailgate --queue IT --action correspond --url http://rt.domain.com/"... Deferred: prog mailer (/usr/sbin/smrsh) exited with EX_TEMPFAIL
> Warning: message still undelivered after 4 hours
> Will keep trying until message is 5 days old
> Download (untitled)
> message/delivery-status 456b
> Reporting-MTA: dns; rt.domain.com
> Arrival-Date: Thu, 14 Jul 2011 14:46:22 -0400
> 
> Original-Recipient: rfc822;btiit at domain.com
> Final-Recipient: RFC822; btiit at rt.domain.com
> X-Actual-Recipient: X-Unix; |/etc/smrsh/rt-mailgate --queue IT --action correspond --url http://rt.domain.com/
> Action: delayed
> Status: 4.2.0
> Diagnostic-Code: X-Unix; 75
> Last-Attempt-Date: Thu, 14 Jul 2011 19:51:38 -0400
> Will-Retry-Until: Tue, 19 Jul 2011 14:46:22 -0400
> 
> --------
> 2011 Training: http://bestpractical.com/services/training.html
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